

IT Regional Coordinator
Location- Guwahati, Patna, Bangalore, Navi Mumbai
Roles and Responsibilities
- Liaison with Regional FEs and project manager
- Responsible for onsite visit of FEs for Preventive Maintenance, Service Requests, New store rollout plans and Mothballing
- Facilitate project rollout in the region.
- Ensure the deployment of skilled FEs in regions
- Closely monitor the activities against plan and take necessary corrective actions
- Day-to-day interaction with the Field Support, Retail Service Desk Team, Vendor Management Lead and Configuration Management Lead.
- Escalate matters to the Field Operations Manager requiring immediate attention
- Develop expertise in Retail Business application / Infrastructure and associated Hardware to guide the regional team and provide solutions towards any problems faced by them.
- Monitor web queries (Pending / High Ageing / Escalated calls from Business / client) and call assignment to team.
- Perform performance review of Retail Field Team to achieve the required level of productivity.
- Meeting the SLA Targets and comply to the agreed SLA for ticket resolution
- Identify Knowledge update/training requirements of the team
- Need to focus on Knowledge management.
- Implement continuous process improvement initiatives
- Provide specialized knowledge in specific aspects of a Service or in relevant technical areas of interest.
- Ensure efficient flow of Problem tickets through the Problem Management process.
- Provide Business analyst perspective to the recurring incidents and help in RCA of the problems.
- Develop roster for Field team and maintain shift schedule to cover the service window and perform workforce management.
- Ensure process and policy adherence. Focused effort to improve the process to enable efficient flow of tickets (Tier 1/Tier 2).
- Enhance the service levels with continuous service improvement.
- Ensure process and policy adherence of the Field team.
- Coordinate with Vendor Management Lead, Asset Management Lead and regional coordinators
- Escalate matters requiring management intervention to Field Operations Manager and Program Manager.
- Ensuring policies, processes and standards are followed in Field operations.
- Designing and implementing new processes and policies as suggested by Field Operations Manager and Reliance Retail IT Management.
Desired Candidate Profile
- 4 to 5 years of FM & Infrastructure services experience with strong knowledge related to Infrastructure.
- Rotational Week off / No Fixed Sunday off
- Working on National Holidays against which you shall be eligible for double pay.
- PH will be working against which comp off will be provided
- Must possess good communication skills and should be able to escalate issues or technical problems as instructed.
- Should be patient to handle the day to day activities.
- Shall have good conduct and behavior and gain customer confidence.
- Should be responsible and dependable for all the activities under the scope of this project.
- Should be self-driven. Adhere to the schedules and procedures of the project.
- Should have very good leadership skills.
- Should have risk assessment and risk management skills.
- Should have very good client relationship management skills.
- Good communications skills Ability to articulate clearly in English (both verbal and written communication).
- Ability to work in a team driven environment under stringent targets.
- Good Analytical, Problem Solving Skills and Interpersonal Skills.
- Experience in the Retail IT domain will be an added advantage
Perks and Benefits
As per company norms